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Broadband problem brings halt to business

As the daily post dwindles and more business is done online, I have, like a good many I suspect, embraced technology.

Living and working in a rural area, I was delighted when BT announced that broadband would be available in the village. No more waiting what seemed like hours for a Mortgage Brain download to complete or spending half a day inputting an online application.

Just over two weeks ago, for no apparent reason, I became unable to connect with email or the net. “Must be computer problem,” I thought but all the checks could not find a problem, so I called my internet service provider.

“We will check out your service,” I was told but this also failed to find a fault. In this case, they had to order a line check from BT. This took at least 48 hours. Again, there was no apparent fault so an in-depth line check was needed.

I was told that someone would call within three working days. I waited three days for nothing to happen and so, finally, in desperation, begged my service provider to call BT and get them to arrange an appointment.

“We will be with you on Wednesday,” I was told. Another three days passed and the man from BT turned up. He conducted a line test and concluded that I worked too far away from the exchange and the line was not capable of carrying the speed of connection I had got.

I was told they could solve the problem by slowing my connection down. The earliest this could be done was in five working days. I waited with bated breath.

There were, of course, solutions.

What I would urge any- one to do is look at the terms of service for their internet provider.

In my case, and I guess many more, the service provider cannot be held responsible in any way for loss of service or busin- ess and dealing with BT through a third party requires persistence that would shame a marathon runner.

After two weeks of being out of communication, there is still no sign of a solution while I sit in a state of isolation, not knowing when I can get back to proper work.

Doing everything electronically is fine but you do lose the means to do even some basic tasks when the system fails.


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